Avantelecom: SferaGPT Voice Analytics System

The main articles are:

• HRM Classification
• Functionality of HRM systems
• Speech Recognition (Technology, Market)

2023: Technology Launch

The developer and integrator in the field of corporate IP-telephony voice and technology "" Avantelecom on November 8, 2023 launched the technology for the SferaGPT service quality monitoring system. Now the work of employees call centers can be assessed and improved with. artificial intelligence

The automated service quality monitoring system SferaGPT operates on the basis of a generative AI model. The development allows you to automate and increase the speed of analysis and assessment of the work of call center employees without requiring manual monitoring. The technology is self-learning, constantly updated and improves its own skills in analyzing and generating responses. SferaGPT not only evaluates, but also gives recommendations for the work of contact center specialists.

Using the AI module, you can analyze the conversation according to the specified parameters and, based on the accumulated array of information, identify errors and deviations from the script. IT development also makes it possible to assess compliance with the checklist, set a rating on a given scale, obtain recommendations and evaluate the result of the dialogue.

Speech analytics SferaGPT does not work according to the morphological principle, when the system sets certain keys by which a conversation is searched - but on the basis of a neural network. Artificial intelligence quickly recycles a large array of transcribed conversations, can conduct a scale assessment, and most importantly, provide recommendations on what was done by call center employees and what can be replaced or improved.

The module we have developed will allow you to accumulate the organization's data into a convenient single platform and display the results on a common dashboard. The system is embedded in customer virtualization, where all information is stored and processed locally. This means that personal data is not transferred to third parties. We have already received several requests from our clients for the implementation of SferaGPT, and the technology is already being prepared for use in Yakutia, "said Vladislav Viryasov, director of Avantelecom LLC.

As of November 2023, Avantelecom has 20 products and modules of its own design, including the Sphere digital communication management platform and the Call Center, which is part of the. Register of domestic software- IT products of the company work on certified, OS FSTEC compatible with operating systems "" and RED OS, Linux and also allow you to replace foreign call-center solutions and. Cisco Avaya Among the projects implemented, there are already projects working on artificial intelligence technologies, for example, Heads voice assistant Arkhangelsk region and Voice Assistant to the Head of the Republic of Sakha (Yakutia).